Michael is a Customer Experience (CX) Strategist and Certified Customer Experience Professional (CCXP) with many years of experience implementing CX programs in global multicultural organizations. He is also a Founder Member and Ambassador for the DACH region for the European Customer Experience Organization (ECXO)

In this episode, we talked about why customers don’t fill out surveys anymore, the dangers of over-relying on NPS, and complementary metrics to measure customer experiences.